CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization.

CX 243

CX Customer Experience 243

Intercom, Inc.

JUNE 24, 2019

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Callminer

JUNE 25, 2019

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

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Beyond Philosophy

JUNE 27, 2019

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy.

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Heart of the Customer

JUNE 27, 2019

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer.

Voice of the Customer 133

Voice of the Customer VOC CX Customer Experience 133

Intercom, Inc.

JUNE 26, 2019

There’s a lot of content and advice about giving presentations out there. Some of it’s really useful, some of it not at all. Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team.

Education 215

Education Start-ups Engineering 215

Beyond Philosophy

JUNE 28, 2019

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.

Customer Retention 121

Customer Retention Customer Loyalty Technology Technology 121

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Intercom, Inc.

JUNE 27, 2019

The process of building product in an R&D organization of any size involves making lots and lots of informed choices between various options. It might sound obvious, but translating product strategy into actual products requires lengthy discussions followed by confident product decisions, and if you don’t put care and thought into what those discussions and decision-making processes look like, you will struggle to consistently ship high-quality product.

Engineering 172

Engineering Start-ups Construction Gaming 172

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” Almost a decade later, there’s no shortage of apps cluttering up the Android and Apple marketplaces. While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies.

Customer Service 104

Customer Service Transportation Technology Technology 104

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Beyond Philosophy

JUNE 28, 2019

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.

CX 104

CX Social Media Sales Sports 104

Taylor Reach Group

JUNE 26, 2019

Webinar Contact Center AI and Self Service Colin Taylor. By Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can help your company with AI and Self-Service in the call center, CLICK HERE to schedule a free consultation.

Contact Center 98

Contact Center AI Artificial Intelligence Technology 98

Intercom, Inc.

JUNE 25, 2019

When building product at Intercom, we move fast so that we can deliver value to our customers and validate our solutions to their problems as early on as possible. As a result of this fast pace, we sometimes need to circle back to polish past work that can be improved and iterated on. One recent example involved an accessibility issue in the “quick reply” buttons in our Messenger – a seemingly small detail in its own right, but one that we were able to revisit and improve to ensure we met the hi

Engineering 152

Engineering 152

Myra Golden Media

JUNE 24, 2019

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. 1. Use “I” and “We” personal pronouns because they instantly make the tone personal. 2. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.” 3.

Customer Experience 93

Customer Experience 93

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Heart of the Customer

JUNE 26, 2019

As CX leaders, fans and enthusiasts, we naturally believe that everybody should embed the voice of the customer in decision-making. Unfortunately, we know that isn’t always a reality. Sometimes, companies “follow their gut,” doing things that clearly don’t stem from customer needs. So we’re reaching out to you in the CX community.

Voice of the Customer 92

Voice of the Customer CX Customer Experience 92

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. What we know is: when we make it hard to do business with us, it costs a lot of money. You’ve probably seen the Siegel + Gale study , which says we’re leaving a collective $86 billion on the table when we don’t take care of customers&#

Engineering 80

Engineering Start-ups CX AI 80

ProProfs

JUNE 25, 2019

Standardized testing has been around for centuries (oh yes, the first evidence dates back to the Han dynasty in 206 BC!) but now, their time is clearly over. Online tests are faring way better than the standardized tests in a modern education system, helping educators succeed in various segments. While online tests are making swift progress, standardized tests are being called worthless by teachers in most parts of the world.

Education 79

Education Start-ups 79

Totango

JUNE 27, 2019

What do America’s longest running companies all have in common? They focus on the big picture: customer lifetime value. If you want your business to last, you need to prioritize customer lifetime value, too. To succeed in today’s customer-centered economy, you can’t simply focus on attracting new customers. After all, there are plenty of competitors to choose from, and customer expectations are higher than ever.

Start-ups 78

Start-ups Customer Loyalty Sales Customer Expectations 78

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. No matter how tech-savvy people are becoming but still whenever they visit a restaurant for the first time to spend good times with friends or family, they prefer relying on word-of-mouth recommendations.

Customer Experience Management 75

Customer Experience Management Actionable Insights Customer Loyalty AI 75

ModSquad

JUNE 25, 2019

Customer touchpoints are the points of contact between your brand and your customers. They occur throughout the various stages in the customer journey. These crucial points of interaction provide companies with the opportunity to engage consumers, strengthen brand storytelling and awareness , market products and services, and address concerns before they grow large enough to prevent sales.

Touchpoint 74

Touchpoint Start-ups Sales Customer Experience 74

ProProfs

JUNE 27, 2019

We brought a plant home and for months it warmed our hearts. In a matter of a few days, it reached an almost dead state. No longer was it a feast for the eyes. The color started to fade from green to yellow and eventually brown. The leaves begin to shrink in size. And no longer it looked like a healthy plant. You know the reason this happened is that it was not given proper care in the form of sunlight and water.

Start-ups 71

Start-ups Innovation 71

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Both women became CCOs of their companies during a time where no formal CX work had been instituted.

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CX CX Transformation Customer Experience Customer Journey Map 68

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Totango

JUNE 25, 2019

Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.

Touchpoint 69

Touchpoint Customer Relationship Education Customer Survey 69

TeamSupport

JUNE 28, 2019

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more. If there’s so much effort put in to acquiring a customer, then why do so many businesses stop caring once the deal is signed?

B2B 68

B2B Education Sales Technology 68

ProProfs

JUNE 26, 2019

Online content marketing is the most lucrative and demanding discipline in the current marketing industry. . Every company and business with an online store or content website is looking forward to hiring an expert in this field to help them grow their online presence. . Despite the increasing need for expertise in this category, academic institutions are unresponsive in offering courses that can affect individuals with the right knowledge of this discipline. .

Social Media 67

Social Media Start-ups Education 67

Provide Support

JUNE 28, 2019

Whenever your customers contact you they can share their ideas and offer suggestions. This information is valuable both for business development and customer experience improvement. Your customers show your flaws and suggest where you need to work harder to bring your products or services to perfection. In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers.

Customer Feedback 60

Customer Feedback Customer Service Customer Experience Customer Relationship 60

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Customers That Stick

JUNE 27, 2019

In this One Win Book Review, we take a look at Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss. Check out the video below to hear Adam’s one win that you can take away from Would You Do That to Your Mother? to improve your organization’s customer experience and customer service.

Customer Service 60

Customer Service Sales Customer Experience 60

Fonolo

JUNE 27, 2019

Open enrollment is one of the busiest and most stressful times of the year for healthcare insurance providers and consumers alike. In fact, many healthcare insurers start planning for open enrollment the minute the last season has come to a close. This is good thinking, as no company wants to find themselves getting ready only a few weeks before November 1st.

Healthcare 57

Healthcare Retail Start-ups Customer Relationship 57

The DiJulius Group

JUNE 26, 2019

The most important person each of us needs to build a stronger relationship with is ourselves. We need to be lost in thought, daydream, actually let ourselves become bored and allow our mind to wander. Mental Stimulation Addiction (MSA) is affecting millions of people who are smartphone junkies and who need to constantly be texting, Read Full Article.

Customer Experience 54

Customer Experience 54

CX Journey

JUNE 25, 2019

Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way.

Start-ups 53

Start-ups Customer Experience 53

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology